Security Operations Support Specialist (L2) (iGaming)

Location: Fully remote for candidates based in Latin America; working hours are approximately 10:00–19:00 or 11:00–20:00 in UTC-3, depending on the season. Rotating weekend on-call duty is required.

Company

hirify.global develops and operates a sportsbook with risk management and omni-channel support for the iGaming industry.

What you will do

• Provide second-line support for account recovery, MFA re-enrolment, password resets, access changes, and identity-related requests.
• Provide and adjust network access in SASE and NGFW systems, troubleshoot connectivity and remote-access issues, and escalate non-standard cases.
• Support endpoint security policies, forced updates, XDR/MDM agents, and common endpoint issues on Windows and macOS.
• Process helpdesk escalations within internal SLAs, verify identities and approvals, and maintain complete audit-ready ticket records.
• Maintain user instructions and the knowledge base, suggest runbook improvements, and report suspicious requests or potential incidents.
• Respond to urgent requests and incidents during rotating weekend on-call duty with L3 security administrators.

Requirements

• At least 1 year of experience in IT support, service desk, or a similar technical support role.
• Understanding of networking basics, including TCP/IP, DNS, VPN, firewalls, and remote access.
• Understanding of identity and access management basics, including SSO, MFA, password policies, and role-based access.
• Practical experience supporting Windows and macOS endpoints.
• Experience with ticketing systems such as Jira Service Management and handling requests within defined SLAs.
• Ability to follow runbooks and procedures strictly and identify requests outside their scope.
• Awareness of social engineering risks and the need for strict identity verification during password resets and account recovery.
• Ability to work independently during shifts, with attention to detail, responsible access-related operations, and clear written communication.
• English at an intermediate level or higher.

Nice to have

• Linux basics and hands-on experience with Cato Networks or other SASE/VPN solutions, Palo Alto Networks NGFW, CrowdStrike Falcon, Zoho Endpoint Central MSP, other MDM/UEM tools, or enterprise password managers.
• Basic understanding of NGFW and WAF concepts, including access rules and IP allowlists.
• CompTIA Security+, CompTIA Network+, Google Workspace Administrator, or equivalent certifications.
• Basic Bash, PowerShell, or Python scripting skills for repetitive-task automation.
• Experience supporting users across time zones in an international, distributed company.

Culture & Benefits

• Health insurance, paid sick leave of up to 10 days without a medical certificate, and 20 days of paid vacation plus additional life-event leave.
• Learning and professional development support, including language learning.
• Modern work hardware, welfare support for critical situations, and assistance with major life milestones.
• International team environment, corporate events, and team activities.